DENT Gigastore Documentation
  • Introduction
  • Start with Gigastore
    • Create an Account
    • Add Credits
    • Configure Inventory
    • Set Up Auto Top-Up for Credits
  • Technical Integration
    • API Integration
    • SDK Integration
  • API
    • Getting started
    • Open API Specification
    • Postman Collection
    • API Authentification
    • Offering Packages
    • Countries API
    • Supported Devices API
    • Customers
    • First Package
    • eSIM Profiles
    • Top-up
    • Package Refund
    • Error Handling
  • Webhooks
    • First Steps
    • eSIM Status
    • Balance Alert
    • Country Change
  • iOS SDK
    • First Steps
    • Download SDK
    • Enable Direct Installation
    • iOS Universal Link
    • Integrate SDK
    • Prepare eSIM Installation
    • Install eSIM
  • Android SDK
    • First Steps
    • Download SDK
    • Enable Direct Installation
    • Integrate SDK
    • Prepare eSIM Installation
    • Install eSIM
    • Testing
  • SDK Webhooks
    • Activation Request
    • Customer Registration
  • Guidelines
    • UX Guide
  • Customer support
    • Gigastore for Support Teams
    • Connectivity
    • Changing Device
    • Package Refund
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On this page
  • 1. eSIM Configured Incorrectly
  • 2. Wrong APN
  • 3. Other connectivity issues

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  1. Customer support

Connectivity

PreviousGigastore for Support TeamsNextChanging Device

Last updated 6 months ago

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This page describes how to troubleshoot the following connectivity issues that customers might encounter:

We recommend following these steps to ensure the correct function of the eSIM profile.

1. eSIM Configured Incorrectly

First, check if the eSIM was successfully installed using the Gigastore API.

If the eSIM is installed but shows No Service, ask the customer to perform the following steps and try to connect after each action:

  • Ensure roaming is switched on in the settings.

  • Turn off the WiFi and restart the device.

  • Turn off LTE mode/toggle to 3G, and restart the device.

  • Switch to manual network selection and try them one by one, restarting after each.

  • Remove the physical SIM for some minutes and try to trigger a connection using a browser, for example.

  • Please ensure the user has not added a phone number to their eSIM.

Please note that on older iOS versions, the networks on the manual network selection might all be called DENT, but they are all individual networks.

2. Wrong APN

At this point, the customer should have confirmed that the eSIM is installed and configured correctly. If the connection is still missing, the customer might have an APN that does not work in their country. An indicator could be that the device shows a connection, but no data can be consumed.

The default APN global.telcoequity should work in most cases. Still, some operators might not have updated the settings yet. In those cases, it is worth trying to change the APN to establish a connection to the network. Ask the customer to change their APN to plus.

If the user with plus APN complains about being located in Poland (IP) they can change the APN to global.telcoequity.

3. Other connectivity issues

  • Customer’s ICCID

  • Customer’s current country

  • Customer’s device OS

  • Customer’s device model (optional)

  • Further notes (optional)

  • Attached files, e.g., Screenshots (optional)

If the connection problem persists, the customer likely requires changes to their eSIM from our system. To find and fix the connection issues, please file a , so we can take a closer look at the case. Please add the following information to your request to speed up the support process:

eSIM configured incorrectly
Wrong APN
Other issues
support ticket